Job Description

Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Why join us?

OMERSPensions Departmentis dedicated to exploring, identifyingandvalidatingnew opportunities to deliver value to our pension members, employers,stakeholdersand partners in the OMERS ecosystem. Our work is not confined to one team, one process, or a standard outcome. Rather, we are mandated with the task of helping OMERSoptimize fortoday,andbuild for tomorrow.

WhyServiceDesign specifically?

As wedeliver onthis mandate, you will be an expert in the practical and creative application of human-centered design and service design methodologies, with the goal of improving and developing newprocesses, experiences, and services. You bring people together to surface deepuserneeds and translate them into exceptional end-to-end experiences.

WhatYou’llDo

• Lead and facilitate cross-functional workshops and co-creation sessions to frame problems, generate ideas, and align teams around a shared vision

• Own end-to-end service design initiatives , from discovery through to delivery, across digital, human, and operational touchpoints

• Plan and conduct research (qualitative and quantitative) to uncover member and employer, employeeneeds, behaviors, and pain points

• Synthesize insights into clear, actionable opportunities that balance memberemployervalue and business impact

• Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision-making

• Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, featuredevelopmentand future-state problem solving

• Design new service propositions that alignuserneeds with strategic business objectives

• Champion and embed service design as a mindset and way of working across OMERS

• Influence stakeholders at all levels through clear storytelling, strong facilitation,and evidence-based recommendations

• Work collaboratively by bringingempathy, creativity, and a constructive mindset to highly collaborative engagements.

What You Bring

• 5+ years of experience inservice design, strategic design, CX,UXR,or a related field

• A stronghistorydemonstratingend-to-end service design work , from research and insight generation to strategy and delivery

• Strong expertiseinhuman-centered design methods , including research, synthesis, ideation, prototyping, and testing

• Proven ability todesign and improve complex, multi-channel services that meet user needs and drive operational efficiency

• Strongsystems thinking —understand how experiences connect to processes, policies, and organizational structures

• Confidence facilitatingworkshops and managing diverse stakeholders , including senior leaders

• Excellentvisual and verbal communication skills , with the ability to bring ideas to life through artifacts such as journey mapsand service blueprints

• Experience working incross-functional, agile teams alongside product managers, developers, and business stakeholders

• Acritical thinking and entrepreneurial mindset —comfortable with ambiguity and driven to solve complex problems

• Ability to synthesize and connect past research insights to present and future project initiatives.

• A successful candidate will be empathetic to the needs of others, curious about the world, creative in their approach to problem-solving, and eager to learn by doing.

Nice to Have

• Experience in financial services, pensions, or other regulated environments

• Familiarity with tools such as Figma, Miro, Sprig, or similar survey tools

• Exposure to data-informed design, experimentation, or analytics

• Experience helping to build or scale service design practices

Instructions for Submitting Your Application (Please Read Carefully)

When you send in your application, make sure to provide these items:

1. Cover letter

2.Resume,with a link torelevant work samplethatdemonstratesyour ability to solve complex problems(ideallywithin financial servicesor other regulated environments).

• Please link to abrief case studyor sample of work(no more than 3PDFpages or slidesor webpage)

• Illustrate howyou'veused human-centered design methods to tackle these challenges. Be sure to describe the practices youappliedand highlight your strengths (such asqualitative or quantitativeresearch, service design, design strategy, or other areas).

• Strong communicationis essential for all Service Designers at OMERS. Consider thiscase study/worksampleyour chance to show how well you can present your ideas clearly and effectively within just a few pages or slides.

Please remember:

• If you use AI tools in preparing your application or any work products, please let us know. Share some details about your approach—how do you use AI and what critical perspective do youbring?

A Note on Growth

The Pensionsteam is constantly evolving—and your role will evolve with it. At OMERS,we’recommitted to helping you grow your craft, expand your impact, and shape the future of service design within our organization.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 2 days per week.

This posting is for an existing vacancy.The expected salary range for this position is $72,000.00 - $108,000.00 per year.

You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.